More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To help CEOs considering a CCO, I’ve outlined eight major actions that should be taken to ensure CCO success.
For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to. If you don’t have the time to listen, read through the show notes, you’ll find actionable advice to help you make an impact for your organization.
Are you considering applying for the role of Chief Customer Officer (CCO)? Here are 8 thought-provoking interview questions you should review, along with a few other resources to help you prepare.
Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.
Translating customer experience lessons to consumer packaged goods experiences with VP of customer experience, Kathy Tobiasen.
How do you transform customer experience within the postal service – an industry that affects the whole nation? In this latest episode, I chat with CCO Christine Corbett about her CX Leadership role in Australia Post.
Here are four big culprits that cause organizational customer experience work to stall and how to solve for them.
Guest post written by Ricardo Saltz Gulko regarding the importance of creating a simple product or service for a positive customer experience.
In this 2017 Best of the Podcast episode, I revisit my interview with Jason Bradshaw, CCO of Volkswagen Group Australia. We talk about how Jason transformed CX at VW Australia and the extensive hiring process he went through.
Based on my experience as a CX practitioner, this is my response to a few key findings in Forrester’s report – “Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response”